Net Promoter Score (NPS)

The NPS is a research metric used to gauge customers’ loyalty to a particular brand or business. Firms use the NPS to track the strength of their customer relationships and to predict revenue growth. Scores range from -100 to +100, with a negative score indicating a high level of “detractors” — those customers unlikely to recommend your business, product, or service to others. A positive score indicates a high level of “promoters” — those customers likely to recommend.